Activities

Activities are work items that are tracked and managed using Workforce Management. For example, answering inbound calls, responding to email, completing after-call work, performing scheduled callbacks, and participating in chat sessions.

You must configure activities separately for each site or business unit. Business units require multi-site activities, which combine activities at some or all of the sites in a business unit. If you select a site in the Objects pane, the activities configured for that location appear in the Activities pane. If you select a business unit, the multi-site activities configured for that location appear in the Activities pane.

In the Activities pane, click an activity to view its properties and edit them.

For instructions about how to view or create new activities or multi-site activities and configure staffing properties and open hours, see Creating and Deleting Activities.